**Job Title: Bilingual Customer Service Representative**

**Purpose and Scope:**
Supports FME Canada’s mission, vision, core values, and customer service philosophy. Adheres to the FME Canada Compliance Program, including following all regulatory and policy requirements. As a Bilingual Customer Service Representative, you will be responsible for customer service-related functions and home care functions across Canada, under the direction of the National Customer Service Manager.

**Duties/Activities:**

**Customer Service:**
- Drive FME Canada culture through values and customer service standards.
- Provide outstanding customer service to all external and internal customers.
- Develop and maintain effective relationships through timely communication.
- Take initiative to respond, resolve, and follow up on customer service issues promptly.

**Primary Duties/Activities:**
- Serve as the primary telephone contact for Hospitals and Clinics.
- Input product orders into the computer system to ensure timely deliveries.
- Handle invoice inquiries and provide proof of delivery for any disputed deliveries.
- Ensure swift fulfillment of customers’ back orders.
- Report issues to the National Customer Service Manager for resolution.
- Perform home care and customer care duties as required.
- Process returns for hospitals and review open returns with QA monthly.
- Monitor dialysis supply utilization for home patients.
- Handle and process returns and credits related to home patients and travelling patients as necessary.
- Carry cell phone and laptop for after-hours on-call responsibilities (rotation among team members).
- Perform other duties as assigned.

**Physical Demands and Working Conditions:**
- Repetitive data entry required in a hybrid setting; primarily at a desk with a computer and headset.
- May be required to work different shifts.

**Education, Experience, and Required Skills:**
- Minimum high school diploma; College/University Degree preferred.
- Minimum of 3 years customer service experience required; healthcare industry experience preferred.
- Exceptional oral and written communication skills.
- Proficient with Microsoft Office.
- Self-motivated and capable of independent performance without direct supervision.
- Ability to multitask and collaborate with various departments.
- Fluent in English (reading and writing); bilingual in French (reading and writing) required.

**Relationships:**
- Internal Contacts: Territory Managers, Product Managers, Technicians, Warehouse Staff, FME Canada Employees.
- External Contacts: Home Patients, Hospital purchasing departments, Biomedical technicians, Customer base.

**Supervision:**
N/A

This job description is intended to illustrate the types of work that may be performed. Omissions of specific duties do not exclude them from the position if they are similar, related, or logical assignments.